Operations Manager

Confidential; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Confidential in the Philippines is seeking an experienced Assistant/Manager to drive program profitability by meeting client KPIs and targets, while managing operations including queue monitoring and service metrics. The role also involves ensuring optimal staffing levels by coordinating with Workforce Management and overseeing overtime based on call volume forecasts.

Candidate requirements include a Bachelor's degree and 2–3 years in call center operations at an assistant/managerial level, plus

Qualifications

• Bachelor's degree required.
• 2–3 years in Call Center Operations at assistant/managerial level.
• Proficiency in call center software and MS Office; CMS/IEX preferred.
• Knowledge of client-specifics is a plus.

Responsibilities

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Skills

Call center operations

Leadership

Coaching

MS Office

CMS/IEX

Education

Bachelor's Degree

Tools

MS Office

CMS/IEX

Job description

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Required Skills and Qualities:

• Bachelor's Degree
• Two (2) to three (3) years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
• Proficiency in call center operations, MS Office applications, and call center‑specific software/systems (e.g., CMS/IEX).
• Prior knowledge of client‑specifics preferred.